IT Product Management Lead

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

As a key leader within our IT PMO, you will drive critical, organization-wide business transformation at Freshworks. You will own and manage a portfolio of high-impact programs, from inception to delivery, aimed at enhancing our internal processes and stakeholder experience. We are looking for a seasoned leader who can navigate complex challenges, influence executive stakeholders, and deliver tangible results that enable Freshworks to scale effectively.

Key Responsibilities:

• Strategic Program Leadership: Develop and own the long-term roadmap for assigned programs, aligning with strategic organizational objectives and securing buy-in from executive leadership.

• End-to-End Execution: Meticulously manage all phases of the program lifecycle, including planning, budgeting, resource allocation, and milestone delivery. Proactively monitor progress and ensure adherence to timelines and budgets.

• Executive Stakeholder Management: Act as the primary point of contact and escalation for executive stakeholders. Masterfully manage relationships, communications, and expectations to ensure alignment and satisfaction.

• Cross-Functional Orchestration: Direct and motivate cross-functional teams, ensuring seamless collaboration and communication. Drive teams towards a common goal while fostering a culture of accountability and excellence.

• Process Transformation & Governance: Champion process improvements and standardization. Drive change management initiatives, track key performance metrics, and ensure all program activities adhere to governance frameworks.

Core Experience:

• 12-15 years of progressive experience in program and project management, with a significant focus on leading large-scale, cross-functional initiatives.

• Demonstrable experience managing the end-to-end implementation of large business applications, such as ERP systems.

• Proven track record of managing AI-based programs and technology implementations.

Program Management Expertise:

• Strategic Planning: Expertise in developing long-term roadmaps, building compelling business cases, and managing program budgets.

• Execution & Delivery: Mastery of project management methodologies to plan, execute, and monitor complex programs, ensuring on-time delivery.

• Risk & Change Management: Proficient in identifying program risks, managing change requests, and leading formal change management processes.

• Metrics & Reporting: Skilled in defining and tracking relevant metrics and creating high-level reports and presentations for executive review.

Key Competencies:

• Executive Communication: Exceptional verbal and written communication skills, with the ability to confidently present and report to CXO-level stakeholders.

• Influence & Leadership: Strong ability to lead without direct authority, influence senior leaders, and drive decisions in a high-pressure environment.

• Business Acumen: A results-driven, business-focused mindset with the ability to prioritize key issues and make sound judgments.

• Problem-Solving: Adept at navigating ambiguity, solving complex challenges, and managing multiple high-priority initiatives simultaneously.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.